Exceptional Customer Service

Serving Your Clientele

ABOUT THE PROGRAM

Today, it is the era of the customer. Every organisation has to be well aware of the requirements of a customer to satisfy their needs. For this, it is necessary that the business communicates with the clients. Various modes by which they can do so include facial, telephonic, email and web chat. This Exceptional Customer Service training provides the delegates with a set of tools that can be used for managing their clientele according to their needs.

  • Accomplish and deliver more than client expectations

  • Offer customer services by various modes

  • Respond to he sentiments of customers accordingly

  • Make use of various best-practice customer service tools and techniques

WHAT'S INCLUDED ?

Find out what's included in the training programme.

Includes

Courseware

Courseware will also be provided to the delegates so that they can revise the course after the training.

Includes

Tutor Support

A dedicated tutor will be at your disposal throughout the training to guide you through any issues.

Includes

Key Learning Points

Clear and concise objectives to guide delegates through the course.

PREREQUISITES

The Exceptional Customer Service course has no pre-course requirements

TARGET AUDIENCE

This audience for this course are those professionals who wish to update their skills to magnify their options to build internal and external customer relations.

WHAT WILL YOU LEARN?

  • Providing a unique and best methodology to the client based on their requirements
  • Organising the needs of the clients
  • Accomplish and deliver more than what the client actually needs
  • Better the word of mouth by satisfying complainants and upset customers
  • Let the customers know the purpose and meaning of customer service
  • Ascertain your approach by relating to the services that are provided to the clients
  • Recognize the requirements of the customers
  • Offer customer services by various modes such as telephonic & online.
  • Get benefits for the organisation by providing exceptional customer service
  • Build good will through in-person customer service
  • Take custody by knowing customers practices
  • Using service skills develop active consumer practices
  • Determine oppositions and other necessities to stop undesirable exercises
  • Offer Go the Extra Mile’s for customers to create delightful experiences
  • Develop harmony, ownership evolution, and common solutions to ensure easy and a positive customer experience
  • Provide a clear view of a “Customer-Conscious Attitude”
  • List out the importance of values and extents
  • Have abilities that are required for an exceptional customer service
  • Make use of various best-practice customer service tools and techniques
  • Respond to he sentiments of customers accordingly
  • Look at the issues from the customer’s perspective.
  • Recognize policies so as to simplify the customer results
  • Surpass the expectations of the clients

Enquire Program

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PROGRAM OVERVIEW

The best person to handle customer relations is the corporate customer service executive. The organisation and their clients, both pin their hopes in the capacity of the CSE to provide the right service. The course provides the delegates with the methods with which a client can communicate with the service provider and vice-versa. An organisation can have clients within and without the company. The employees of a company from another department are considered to be internal clients while those who do not belong to the organisation are external clients.

It is important for an organisation to understand the way in which all customers can be offered the best level of service. This is possible by establishing an excellent business rapport. Interaction with the customers can be useful as it helps know about their interests and requirements.Such a scenario finally builds up to providing better solutions for the customers.


PROGRAM CONTENT

  • Understanding Customer Service
    • Describe Customer Service
    • Identify Customer Expectations
    • Commit Yourself to Providing Excellent Customer Service
  • Focusing on the Customer
    • Create a Positive First Impression 
    • Identify and Help Meet the Customer's Needs
    • Create a Positive Last Impression
  • Handling Complaints
    • Make it Easy for Customers to Complain
    • Resolve the Problem
    • Cope with Upset and Difficult Customers
  • Delivering Excellent Customer Service on the Telephone
    •   Answer the Telephone
    •   Project a Positive Image Using Your Voice
    •   Transfer Calls
    •   Take Meaningful Messages 
  • Dealing with Stress
    • Describe Stress
    • Take Preventive Measures
    • Overcome Stress
  • Managing the Customer's Initial Contact
    • Accept a Customer Contact
    • Address a Customer's Emotional State
    • Address Your Emotional State
  • Addressing Customer Issues
    • Assess Customer Issues
    • Develop Solutions
    • Negotiate to Reach a Solution
  • Closing Communications
    • Upsell Additional Products
    • Conclude Customer Contact
    • Follow Up
    • Release Stress

Exceptional Customer Service Enquiry

 

Enquire Now


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Reach us at 0121 368 7851 or info@msptraining.com for more information.

ABOUT Brighton

Brighton is a seaside resort town located within the historic county of Sussex with a population of around 289,200 according to mid-2016 survey. It is situated on the southern coast of England and lies between the South Downs to the north and the English Channel to the south. The importance of the town grew with the development of the old town in the middle ages, but it has become dull and severally affected by foreign attacks and storms in the early modern period. The economy and population of the city faced a huge decline in that era. The consequences of it lead to loss of jobs and thus people started migrating from here in search of work.

The town flourished as a fashionable seaside resort and major tourism centre with the arrival of railways in 1841. The town also became a boarding point for boats travelling to France and also gained popularity after enhanced road transport to London. The town began to attract more visitors for sea bathing health resort provide the natural cure for illnesses and it became a popular seaside destination for foreign tourists. It was the time when people coming back to the same place. It was a very happy moment for them because at least the city gave them chance to reside one more time.

History

The early evidence of the settlement in the area was Whitehawk Camp, one of six causewayed enclosures in Sussex.  A number of villas were built by Romans in Brighton and developed farming settlements in the area. Roman period abandoned in early 4th century and Anglo-Saxons had taken the control and area formed part of the Kingdom of Sussex in the late 5th century. The town grew its importance in the Norman era and became Sussex’s most populous town with the arrival of mackerel fishing industry.

More foreign attacks, storms, and establishment of significant nearby port, Shoreham affected the growth of the city leading to declining population and suffering economy. The city had gone through a rapid transformation in the 17th century after Dr Richard Russell encouraged many patients to drink and bath in seawater and take the cure for illnesses in the sea of Brighton. 

Economy

Three myths were described in the economy of the Brighton by the Borough Council in 1985. Most common beliefs were that the tourism played a significant role in the jobs and income of the town, the majority of working population commuted to London every day and residents of the town composed entirely of retired business class and wealthy theatricals. During 19th and 20th century, the city became famous for the manufacturing of steam locomotives and its rail works contributed to rail industry of England.

Brighton is crowned as one of five super cities for the future according to the survey conducted in 2001. The city has been a major centre for retail, recreation, and employment, it is home to 9600 registered companies and tourism industry alone provides job opportunities to more than 20,000 people directly or indirectly. All these factors create huge job employment for native people as well as nearby town people.

Education

Brighton and Hove City Council administer 54 schools in the Brighton. There are a number of states, independent and some faith schools in the city include Patcham High School, Roedean School, Montessori School and Brighton Aldridge Community Academy. For higher education, the city is served by the University of Sussex, University of Brighton and other city colleges. According to the survey conducted by World University Rankings, University of Sussex is ranked 110th in the world and 18th in the United Kingdom.

Business Skills

In an organisation...